Blog

By : Dr. Utpal Sikdar

Senior Manager - Data Sciences

In the backdrop of Industry 4.0 revolution, the digital channels have become a go-to place for customers for expressing opinions, sharing experiences and giving feedbacks. It becomes imperative for businesses to understand these customer opinions, adapt their offering to the market sentiments and enhance better experiences.

By : Chitharanj Kachappilly

Architect - R&D

In this era of omni-channel customer engagement, enterprises have to offer a seamless, consistent and personalized experience to your customers at every channel and touch point through which they are interacting. Keeping this in mind, it is very interesting to note that SMS still manages to be a part of almost every marketer’s marketing channel mix. The simplicity and reach that it offers makes it a preferred channel. According to a 2014 study by Pew Internet, 97% of smartphone owners send text messages, making it the most widely used smartphone feature.

By : Vinay Jain

Product Manager, Flytxt

What does a typical customer purchase journey look like? A customer sees your product, buys it then may repeat the purchase if they are satisfied with the outcome.
In reality, though, the journey is far more complex. It includes multiple phases, such as switching between multiple devices and hopping from one touch point to another before making the final purchase decision. As per Google’s research, the average consumer uses as many as three to five channels or devices in the course of completing a purchase.

By : Amit Meher

Senior Manager - Data Sciences

Traditional data science practices focus on solving a point problem after taking into consideration a specific dataset and domain at a given point of time. However, this may not be an effective strategy in terms of scalability and efficiency, as the same model may not provide optimal results when applied to a different dataset or domain.

By : Siddhartha Basu

AGM- Analytics & Consulting

Digital engagement is the talk of the town. Remarketing, online-to-offline and offline-to-online engagement, switching, and omni-channel engagement paradigms are here to stay. With the increasing adoption of digital channels by customers and enterprises, they have now become an integral part of customer engagement models.

By : Dr. Utpal Sikdar

Senior Manager - Data Sciences

Social media has emerged as a popular sounding board for customers to express their experiences with a brand. Keeping a track of all customer’s emotions will help brands to better understand their feedbacks and opinions. Businesses can leverage NLP-powered sentiment analysis to gain actionable insights from the unstructured data available from social media channels and…

By : Atul Arora

Operators need to adopt a ‘digital – first’ strategy as consumers are increasingly using digital touch points for customer engagement. This is no longer restricted to a specific demographic but is widespread, as reflected by the increase in smartphone handset penetration worldwide. However, most operators lack clarity on the functional capabilities and characteristics that they…

By : Dr. Prateek Kapadia

Chief Technology Officer

Big data essentially concerns itself with large collections of data about events and transactions recorded from the past. Allied terms like “fast data” extend this further and fashion faster updates to this history. But the underlying analytics processes on big data analyze the past; to predict the future. Data sets in this discourse are large,…

By : Nitin Goel

Sr. Consultant – Analytics & Consulting

Consumers in digital world are not going to be happy with just the product or service you are offering, rather they seek and expect additional utility in the form of experience. As per IDC report, almost two third of the enterprises are investing in AI systems to deliver this personalised customer experience. And with increasing market volatility and ever-changing customer expectations shaping today’s digital economy, telecom organisations need to pace-up their AI adoption to drive home the advantage through intelligent digital customer engagement.